Global Roll out of a Bespoke Experiential Activity

Requirements

an experiential activity, delivered within just 3 weeks that would help Emirates Airline Customer Service Agents;
+ Understand and identify the core values of Emirates customer service
+ Understand the behaviours needed to model the Emirates brand on the telephone

MTa’s solution

1. Helped Emirates take their vision and objectives and translate them into tightly defined requirements

2. Designed a creative experiential activity that:

+ Encouraged customer contact centre agents to actively engage with the Emirates values and consequently develop their personal understanding
+ Provided a visual metaphor that reinforced the brand values

3. Developed a new method of producing experiential activities to meet Emirates requirements.

4. Provided facilitator notes and guidance to enable the activity to work ‘out of the box’.

Outcome

The activity was successfully rolled out all of Emirates customer contact centres (global distribution).